Troubleshooting Salesforce Issues

When you run into an issue, examining the raw data in the Grid Edit module can help you spot inconsistent values and diagnose data sync problems between your CRM and Insycle. 

The first step in troubleshooting is to pick one sample record and identify why the operation is not running as expected for that specific record. It's difficult to troubleshoot all records together in bulk because there could be different types of issues affecting the data.

When troubleshooting deduplication issues, pick one sample group of records. For linking/association issues pick one sample pair of records.

To examine a specific set of records and determine why your operation wasn't working:

1. In the Grid Edit module, set a filter that isolates the sample records.
2. Alter the Layout to include the fields you need to analyze (these appear in the Record Viewer and exported CSV).
3. Analyze the records in the Record Viewer to find clues as to what is tripping up your operation.

Navigate to Settings > Activity Tracker and download a CSV report to review changes by clicking the Run ID.

In the CSV, review the (Before) and (After) data for each field altered using Insycle, and evaluate what is happening.

Check the Result and Message fields. If the Result field value is Failed, then read the Message text to determine what action to take to resolve the issue.  If needed, you can copy and paste the Message text into Insycle's Help Center to find further information. If an error seems like it is related to your CRM, paste the Message text into Google. 

Most issues are one of these three types:

1. The data is not what was expected. If the data in your field is different than expected, you can alter your template to account for variations. If the data is very inconsistent, you may need to format and standardize it first. 
2. Field values from CRM not appearing in Insycle. If you don't see data in the relevant field in Insycle, but the field contains data in your CRM, it is likely a field sync issue. In this case, contact support through live chat to have this field prioritized & synced up in Insycle.
3. Recent CRM updates are not reflected in Insycle. If recent updates made in your CRM aren't showing up in Insycle, it may be due to database sync lag. You can trigger a manual sync by following the steps in the Refresh Data, Sync Latest Changes article.

At the end of 2025, Salesforce updated how apps are connected and authorized. As a result of this change, users who attempt to log in to Insycle before a Salesforce admin has installed the Insycle Connected App may see the following error:

"We can't authorize you because of an OAuth error. For more information, contact your Salesforce administrator."

This is accompanied by the OAUTH_APPROVAL_ERROR_GENERIC error code.

There are two ways to resolve this:

Option 1 — Have your Salesforce admin install the Connected App (recommended)

This is the preferred long-term solution. The Salesforce admin must have the "Approve Uninstalled Connected Apps" user permission, then:

1. Go to insycle.com/login and log in using the Log in with Salesforce button.
2. In Salesforce, navigate to Setup > Connected Apps OAuth Usage.
3. Locate Insycle in the list and click Install.

Once the Connected App is installed, users in your organization can log in to Insycle using their Salesforce credentials. For full instructions, see the Install Insycle's Salesforce AppExchange App article.

Option 2 — Grant the affected user a bypass permission

A Salesforce admin can grant the user receiving the error the "Approve Uninstalled Connected Apps" permission. Once the permission has been assigned, the user should try logging in again.

For additional context on this Salesforce change, see the following Salesforce help articles:

• OAuth error and API access control: https://help.salesforce.com/s/articleView?id=005132365&type=1
• Managing connected apps: https://help.salesforce.com/s/articleView?id=xcloud.connected_app_manage.htm&type=5

If you're seeing an error in Insycle that says, "Please install the AppExchange app," the first step is to confirm you have the latest Insycle AppExchange app version installed by following the Check the Insycle App Version steps below.

If you have already completed these steps and confirmed that you have the most up-to-date version, but still see the message, try reconnecting to Salesforce. 

• Log out of your Insycle account. Click your name in the top right corner, then select Logout.
• Log back in to refresh and reconnect it with the Salesforce database.

Next, verify the installation status in Salesforce.

• Log in to Salesforce, go to Setup, and type “Installed Packages” in the Quick Find field. 
• On the Installed Packages page, locate the Insycle package.
• Ensure the Status value is either 'Active' or 'Trial' (if on a free trial).

Ensure you have the latest version of the Insycle app installed. You can update the Insycle app from Salesforce's AppExchange. This requires administrator access.

Log into Salesforce and go to Setup. Using the quick find, type “Installed Packages” and select it in the drop-down. 

On the Installed Packages page, look up the currently installed version number.

Look up the current version on Insycle's App Exchange listing on the More Details tab. If your currently installed Insycle package is not the most up-to-date, click Get It Now and follow the installation steps.

Make sure your issue isn't being caused by a validation rule on the object. Object-level validation can stop Insycle updates from running and generate errors. 

To check this, navigate to Setup > Objects and Fields > Object Manager > select the object type > Validation Rules. 

To learn more, view the Salesforce Examples of Validation Rules article. 

Different types of permissions are required depending on the Insycle operations you are trying to perform. If you are having issues with Salesforce Flows, have a look at the Integrate Insycle with Salesforce Flows Troubleshooting info.

To run operations and update Salesforce data from Insycle, Insycle users must have read and write access at all levels, including record type, object, and profiles. 

To check and update access, log into Salesforce, go to Setup, and type “App Manager” in the search, then select it in the dropdown. 

Find Insycle in the App Manager list, then click the menu arrow at the far right end of the row. Select Edit.

Scroll down to the Assign Profiles section and verify that the Visible checkbox is checked for all the appropriate Profiles, then click Save.

Learn more about Salesforce permissions. 

There is a step in the Insycle Salesforce AppExchange App installation where you choose the users to set it up for. If the Install for All Users option was not selected, some Salesforce user profiles may not have the required Insycle integration permissions.

To correct this, in Salesforce, go to Setup, and enter ‘Profiles’ in the Quick Find field.

Select the profile type of the user having issues.

Select Apex Class Access, then click Edit.

If any Available Apex Classes in the left column begin with “insycleapp,” select them, then click the Add button to add them to the Enabled APEX Classes. Click Save.

Review your Salesforce automations to make sure the current issue is not being created by any cascading process. It is possible that an automation on the Salesforce side is undoing updates made in Insycle.

For a good top-down view of your existing automations in Salesforce, go to Settings > Automation Home. 

There are three cases when Insycle will use Salesforce APIs:

1. During initial data onboarding - That is, right after trial signup - Insycle will consume APIs proportional to the number of accounts, contacts, leads, and opportunities in the database.
2. When data is modified through Insycle - For example, when records are deduplicated, mass updated, imported from CSV, etc., from Insycle.
3. During regular data sync - Data is synced between Salesforce and Insycle on an ongoing basis. The sync is efficient and only looks for modified records. That is, if no record was modified, Insycle wouldn't sync any record and wouldn't consume any APIs. However, even when you don't make updates in Insycle, it will still consume APIs based on the number of records that were modified directly in Salesforce by (i) users, (ii) automations, or (iii) other apps, as those changes need to be synced back to Insycle.

If you see a sudden sharp increase in Salesforce API usage after Insycle's initial onboarding sync, there are several possible causes:

• Someone in your company did a big import or bulk update directly in Salesforce. This affected numerous records and as a result, Insycle had to consume APIs to sync and stay current with the changed records.
• Another app that you have installed did a big import or bulk update directly in Salesforce. As a result, Insycle had to sync to stay current with the changed records, which consumed APIs.
• A Salesforce admin introduced a daily script or APEX code that modifies the records automatically every day. Therefore instead of syncing only the net user-modified records, Insycle has to consume many APIs to sync back the automatically changed records on a daily basis.

Make sure you have the available inbound API requests to run the needed operations. Every field update from Insycle uses an inbound API request. If you do not have API requests available, the operation will not run. If you are out of API requests, you will need to purchase more to use Insycle.

A quick way to view your recent API usage is from the Setup > System Overview page.

Learn more about Salesforce's API Request Limits and Allocations, and Analyzing API Usage in Salesforce.

When you run out of your allotted API calls on Salesforce, Insycle operations will not be able to run.

If you find that you are running out of APIs, there are a few resolution options to consider: 

• Analyze what is using the APIs. Your APIs may have been drained by a one-off spike from another app. But if this happens often and you're not sure which other app is consuming Salesforce APIs, you can generate a report of API usage across all apps using the steps in the How to Create a Salesforce API Usage Report and Manage your API Calls blog post.
• Buy more APIs from Salesforce. If you need more, you can buy Salesforce API add-ons directly from Salesforce. The price of additional APIs is $25/month per 10K APIs. See Salesforce's Add-on Pricing PDF for details.
• Request an Insycle API allocation change. Contact Insycle support to ask about modifying the Insycle APIs quota allocation. If it's available for your account, there is no cost to change these controls.
• Request a temporary daily API limit increase from Salesforce. Reach out to your SFDC Account Executive and ask for a temporary, complimentary daily API limit increase. See the Salesforce help article, Temporary Daily API Request Limit Increase for Emergencies.
• Wait for your API allotment to refresh. Because the limits are set daily, you also have the option to wait until more APIs become available the next day. 

When you make changes through Insycle, everything is in sync. When you make changes in the CRM, directly modified records sync with Insycle hourly, and deleted or merged records sync nightly.

To trigger a manual sync and update records modified in the past day, in Insycle, navigate to Settings > Sync Status, and next to the account name, click the Sync changes from last day button (lightning bolt icon).

You'll see a confirmation that Insycle kicked off incremental sync for the changes made within the last day.

To learn more, see Refresh Data, Sync Latest Changes.

If you're unable to see particular Salesforce fields in Insycle, you may need to check the field-level security and make sure it is visible for your user profile.

In Salesforce navigate to Setup > Objects and Fields > Object Manager. 

Select the object from the list, then click Fields & Relationships.

On the field detail page, click the Set Field-Level Security button.

On the Set Field-Level Security page, it is easiest to check the topmost Visible checkbox to ensure that the field is available for all profiles. Then click Save. 

If it is important that only specific profiles have access to the field, make sure all the appropriate profiles are checked. If your profile type is not checked, but you're sure you should have access, you may need to revisit the profile you've been assigned or consider changing the field-level security.

To learn more, check out these posts on Salesforce's IdeaExchange and Developer Forums.

If the field is still not visible, use Salesforce Workbench to verify the field is visible to you.

Log in to Salesforce Workbench: https://workbench.developerforce.com/login.php

In the Jump to dropdown, select Standard & Custom Objects, then select the Object type.

Click the Fields folder and look for your field.

If the field does not appear in Workbench, this means there is a Salesforce settings/role/permissions issue—your account doesn't have access. 

If the field does appear in Workbench, it means there is an issue with Insycle. Continue on to the next step below.

If you can see the custom field in Workbench but not in Insycle, another user without the right Salesforce permissions may be the Insycle Owner.

The visibility of fields is controlled by the Insycle user with the Owner role. This can be reviewed in Insycle under Settings > Users.

This Owner user must be assigned a Salesforce user profile that has Visible access to each field in the CRM.

To verify this, in Salesforce, navigate to the settings for the field. Go to Setup > Objects and Fields > Object Manager. 

Select the object from the list, then click Fields & Relationships and select the field.

On the field detail page, click the Set Field-Level Security button.

Confirm the Visible box is checked for all the appropriate profiles.

Then confirm that the user with the Insycle Owner role is part of a Salesforce profile that has Visible access to the field.

If you need to change the Insycle Owner to someone with the right Salesforce access, or you still can't figure out why you can't see a field, raise a ticket with Insycle Support from the chat, or send an email to support@insycle.com.

When you add a new custom field in Salesforce, it will automatically refresh and appear in Insycle within the hour, or the next time you log in.

If you're not seeing the custom field in Insycle, the data sync with Salesforce may not have finished processing yet. Give it a few more minutes to complete the batch, then check again.

You can also trigger a manual sync of field data at any time. To refresh the data in Insycle, navigate to Settings > Sync Status, and next to the account name, click the Sync changes from last day button (lightning bolt icon).

If this doesn't resolve the issue, see the Troubleshooting Field Visibility section above.

If you've checked the steps above and are still running into issues, there are some additional advanced steps that you can take:

1. Replicate the scenario in a Sandbox for further analysis.
2. Debug the entire process to assess what is happening step by step.

If you cannot pinpoint what causes the problems with your operation, contact support via chat.

To speed up troubleshooting, please include a screenshot of your settings and a sample record that didn't update as expected. For example:

• Record ID is 123456
• Object type is Contact
• Current value for the field "First Name" is "JANE"
• Expected value is "Jane"
• Template configuration screenshot

You can connect directly with our support agents using the live chat that appears at the bottom of every page in the app. We're here to assist you during the following hours:

• 9 AM - 6 PM GMT+1 (London)
• 9 AM - 6 PM EST (New York)